Summary
In addition to requesting support through live chat channels, Omnichannel for Dynamics 365 Customer Service helps your organization extend its service offerings to some of the most common social messaging platforms that are being used today. The asynchronous nature of these channels provides customers more flexibility and convenience of engaging with support agents on their own timelines. By using social messaging platforms, organizations can expand their service offerings that they provide to customers and help drive overall customer satisfaction.
This module examined how to use and incorporate different social messaging platforms into an Omnichannel for Dynamics 365 Customer Service deployment, including:
Describing which channels are available and explaining the prerequisites for getting started with social messaging.
Explaining the procedure for creating social messaging work streams.
Reviewing the process to configure a Facebook message channel and defining Facebook pages.
Reviewing the process to configure a LINE message channel.
Reviewing the process to configure a Twitter message channel and Twitter handle.
Reviewing the process to configure a WhatsApp message channel by using Twilio.
Reviewing the process of adding a WeChat message channel.
The next steps to take would be to gain a deeper understanding of how to define and configure other communication channels in Omnichannel for Customer Service and to learn how to extend application functionality to support more advanced scenarios such as working with virtual agents (bots). This discovery process would also include learning about how other work items are routed and distributed to agents.